Client Care (Level 2)

Question 1

What is Client Care?

Answer 1

The process of identifying all client types and the behaviours appropriate to establishing good relationships, along with the systems of procedures for managing the client care process, all within the public interest.

Question 2

What do you think the principles of client care are?

Answer 2

• Clearly understanding the client’s objectives;
• Clearly establishing the scope of services to be provided and the fee for doing so;
• Establishing clear lines of communication; and
• Being courteous, punctual and professional at all times.

Question 3

What guidance does RICS publish on Client Care?

Answer 3

• Complaints Handling

* Client Money Handling

Question 4

How do you establish a Client’s objectives?

Answer 4

• Have a pre-start meeting with them.

* If there is still ambiguity then have further meetings/correspondence to clarify.

Question 5

How are firms supposed to look after Clients?

Answer 5

• Professional Indemnity Insurance.
• Complaints Handling Procedure.
• A procedure for handling clients money if applicable.

Question 6

What is a Complaints Handling Procedure?

Answer 6

A system of dealing with formal complaints against a company/person, for which there is a formal redress system.

Question 7

How does a Complaints Handling Procedure work at TfL?

Answer 7

1. Complaints are directed to the Quality Assurance Officer, who will log the complaint in the Complaint Log.
2. A timescale for redress is put in place.
3. An Internal Redress is provided to the complainant.
4. If this redress is not adequate, then the complaint is referred to an external third party for redress.
5. Steps should then be put in place the ensure that the complaint does not arise again.

Question 8

What is included within the Complaints Log?

Answer 8

• Date.
• Location.
• Details of Complaint.
• Actions taken.
• Close out date.

Question 9

What are two ways of ensuring complaints do not occur?

Answer 9

• Proactive measures, whereby Questionnaires are issued to clients, to try and pre-empt where complaints may occur, putting in place measures to ensure they don’t.
• Reactive measures, whereby when a complaint is received, steps are taken to ensure the complaint doesn’t occur again.

Question 10

How do you receive feedback from Clients?

Answer 10

• Client Questionnaires.

* Key Performance Indicators.

Question 11

How do you act upon feedback from a Client?

Answer 11

• Feedback should be formally recorded in some way, i.e. Client Satisfaction Questionnaires.
• If feedback is negative, it should be verified and necessary action taken.
• If a formal approach is required, this should follow the CHP.

Question 12

What do you clarify with regards to a clients objectives?

Answer 12

• Time
• Cost
• Quality
• Desired final product.
• Functionality
• Clients aspirations and goals for the project.
• Key Performance Indicators.

Question 13

If a Client was prepared to pay you in advance for services you or your company were providing, how would you ensure that it was dealt with?

Answer 13

• I would ensure that a Client account is set up, in line with the rules of Conduct for firms: Handling Client Money.
• I would issue a statement of the account once it has been set up.
• I will agree with the Client how the monies will be drawn down.
• I would issue a revised statement every time I draw down money.
• Once the works are complete, I would provide the Client with a reconciliation of the account, identifying when the monies were drawn down etc.

Question 14

What else does RICS publish relating to PI Insurance?

Answer 14

• List of approved brokers.
• Minimum wording policy.
• Black Book, Construction Insurance.

Question 15

What are KPIs?

Answer 15

KPIs are a means to help with the rapid comprehension of the current financial position. KPIs summarise the comparison of figures against the budgeted values and also industry benchmarks that are published from the result of inter-firm comparison reports.

Question 16

When should you inform the RICS of a complaint?

Answer 16

When the internal redress has not worked. PI insurer should be notified when complaint is received or PI insurance could be invalid.

Question 17

What would you do if the client rejected your advice?

Answer 17

Warn the client about the implications and risks if they do not take your advice.

Question 18

Is the decision of an ombudsman binding?

Answer 18

The decision of the ombudsman is not binding on the complainant as they are free to pursue the matter through the courts if they wish; the agent is bound to the findings of the ombudsman if the complainant accepts them.

Question 19

What is ISO 9001?

Answer 19

A Quality Management System, which helps to manage and monitor quality across the business.